Khurram Sharif Butt

Responsible for delivering end-to-end technology solutions in line with strategic business objectives and priorities. Delivered top quality reporting on project status (both externally and internally) to a wide variety of stakeholders, providing the senior level, insight and decision making based on sound analysis. Control / Detect Delivery Failures / Escalations - Monitor project delivery status from clients, track SLA & configuration completion status, & ensure performance.

Drove Technical expertise (development) and leadership (management) in the areas of MI reporting, channelized and prioritized change management. Evaluated existing SOPs, worked towards continuous process improvement plans; while curtailing the operational costs & non-productive expenses. Developed, implemented, and administered Scorecards/Dashboards and Performance metrics. Developed key metrics/measures for Business Performance & investigated performance drivers, root causes of process inefficiencies.

Pioneered and instigated Customer Care operation in Pakistan. Strategized, designed and established various segments of customer care operations covering customer care strategies, customer satisfaction methodologies, customer center operations, service and quality measurements, process improvement, talent acquisition, team building, performance for results and solution based methods. Devised and executed strategic plans and tactical-level objectives in alignment with overarching organizational goals.

Led the Customer Service, Tech Support, Operations & Business Centre divisions. Provided leadership with cross-functional management insight through 4 Managers and 300+ employees. Spearheaded Service operations and collaborated with internal sales and marketing teams to optimize channel effectiveness. Identified, acquired, trained and retained best possible talent for Client Services to achieve a successful balance of service delivery and associated financial fiduciary responsibility.

Managed operations by collaborating with Service Delivery teams in improving Service availability and better user experience. Drove the strategic objectives of the department with a focus on improving client service levels. Supported offices in the US, India & Pakistan with technical/IT support and outsourcing projects. Assessed customer queries, monitored Critical to Quality (CTQ) and Critical to Process (CTP) parameters.